{"id":344895,"date":"2020-10-15T16:34:42","date_gmt":"2020-10-15T23:34:42","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=344895"},"modified":"2020-10-15T16:34:42","modified_gmt":"2020-10-15T23:34:42","slug":"workforce-engagement-management-its-time-for-disruption","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/workforce-engagement-management-its-time-for-disruption","title":{"rendered":"Workforce Engagement Management: It\u2019s Time for Disruption"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Delivering remarkable customer experiences requires many critical components, but the human element is the true driving force. It\u2019s common knowledge that happy employees provide better service<\/a> \u2014 and they create more revenue for an organisation\u2019s bottom line.<\/p>\n

In fact, businesses with happy, engaged employees are 4.2 times more profitable<\/a> and more likely to appear in the American customer satisfaction index. That\u2019s why it\u2019s critical for organisations to focus on their employees. And, that\u2019s why we\u2019re doubling down on workforce engagement management (WEM) at Genesys.<\/p>\n

With our new business unit, Employee Engagement Solutions, we\u2019re pushing our WEM solutions<\/a> even further. We\u2019re hitting the gas and setting our sights on disrupting the industry with WEM capabilities that are born in the cloud and now embedded directly within the Genesys Cloud\u2122 platform<\/a>. With faster innovation cycles, businesses can adopt new features at cloud pace and enable their contact centres to go beyond simply focusing on agent productivity and performance to provide personalised and empathetic customer experiences.<\/p>\n

WEM for Today and Tomorrow <\/strong><\/p>\n

This is more important now than it\u2019s ever been \u2013 especially as COVID-19 continues to rear its ugly head. People want reassurance. Consumers want the human touch when they need confirmation that their flight has been cancelled or their package has shipped. Contact centre employees want encouragement that it\u2019s OK to work an eight-hour shift, split across two- and three-hour stints so they can juggle their many other priorities. Businesses need confidence they have the right tools to appropriately schedule employees in the new normal while also ensuring they\u2019re engaged even when physically disconnected.<\/p>\n

The fact is, it\u2019s a completely different ball game. And yesterday\u2019s WEM simply isn\u2019t enough. It\u2019s time to stop building features for paradigms from the past. Businesses operate differently now \u2014 and Genesys understands that. Managers can no longer monitor and coach employees by sitting next<\/a> to them or walking around to guide their interactions in person. Remote monitoring often only gives them hard data on employee productivity; it doesn\u2019t take into account actual engagement and skills, such as the ability to truly show customers that they understand the situation they need help addressing.<\/p>\n

New Tools for a New Workforce<\/strong><\/p>\n

If COVID-19 has done anything for us, it\u2019s opened up businesses to new possibilities. While the pandemic isn\u2019t the reason to be disruptive \u2013 it\u2019s accelerating adoption and prioritising empathy as we interact with one another. It\u2019s time for the next generation of WEM tools that will enable businesses to focus on factors like increasing consumer trust, making sure agents are using empathy appropriately \u2014 and providing employee and customer experiences that exceed their expectations.<\/p>\n

We still need to measure performance with traditional methods: service level, average handle time, average time to answer. But these new KPIs are the ones you want to measure your agents against. That\u2019s what we\u2019re bringing to market now and what\u2019s helping to inform our roadmap.<\/p>\n

Today, Genesys Workforce Engagement Management integrates the customer journey with data and the human element in a next-generation cloud platform so organisations can deliver true personalisation. It\u2019s an inherent piece of Experience as a ServiceSM<\/sup><\/a>, enabling contact centres to combine human interactions with automated capabilities so employees can show customers empathy and resolve simple inquiries with speed and ease.<\/p>\n

The next phase of WEM is going to look much different \u2014 and Genesys is driving that change. We already have robust features and capabilities like interaction recording, automated forecasting and scheduling, collaboration tools<\/a>, artificial intelligence (AI)-based training and workforce planning, as well as gamification that are all built from the cloud. But that\u2019s just the beginning. We\u2019re helping businesses give employees an integrated, seamless experience so they can improve the service they deliver.<\/p>\n

We\u2019re at a pivotal moment when the workforce and even entire organisations have been disrupted. Organisations need an equally disruptive technology to overcome today\u2019s challenges, so they\u2019re poised for whatever the future brings. With Genesys Workforce Engagement Management, businesses can truly put their employees first to yield the ultimate payoff: improved customer experiences that foster trust and loyalty.<\/p>\n

To learn more ways to engage your contact centre team for better customer experiences<\/a>, read this Frost & Sullivan whitepaper. [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Delivering remarkable customer experiences requires many critical components, but the human element is the true driving force. It\u2019s common knowledge that happy employees provide better service \u2014 and they create more revenue for an organisation\u2019s bottom line. In fact, businesses with happy, engaged employees are 4.2 times more profitable and more likely to appear […]<\/p>\n","protected":false},"author":211,"featured_media":344902,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[13117,17554],"tax_contenttheme":[14903],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-344895","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg","tax_blogcategory-cloud-en-sg","tax_blogcategory-workforce-engagement-en-sg","tax_contenttheme-improve-employee-experience-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/344895","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/211"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/344895\/revisions"}],"predecessor-version":[{"id":344898,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/344895\/revisions\/344898"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/344902"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=344895"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=344895"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=344895"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=344895"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=344895"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=344895"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=344895"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=344895"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=344895"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=344895"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=344895"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=344895"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=344895"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}